SurveySensum

APRIL 1, 2024

Trust in a brand is not merely beneficial; it is crucial for a startup’s survival and growth. Research indicates a customer trust directly correlates with brand loyalty. And loyal customers make purchases 90% more often and are inclined to spend more during each transaction, contributing to better cash flow for the brand.

Brands 52

Brands Case Study Social Media Feedback 52

Experience Investigators by 360Connext

MARCH 26, 2015

I’ve been traveling a lot in the month of March. I’ve been thinking about what it means to be a business traveler (who happens to be a woman) on the road. But I enjoyed some little touches and thought I’d praise those companies who thought about the experiences enough to make my travels a little more enjoyable.

Travel 110

Travel Hotels Guest Experience Airlines 110

ijgolding

JULY 25, 2017

However senior I seemed to become, the less connected to leadership I appeared to be. I have written many times before about my view of Jack Welch and his brand of ‘transformational leadership’. What can be done to recreate the connection? Connecting people is, in my opinion, the key to customer centric leadership.

Customer Centricity 170

Customer Centricity Leadership Connections Banking 170

Oracle

MARCH 30, 2020

Many brands are incorporating storytelling into their customer experience as a way to reach consumers in creative and compelling ways, and boost customer engagement. We asked consumers to provide their favorite brand storytelling examples, and here are 6 of them. Exceptional Brand Storytelling #1: Simple is better.

Brands 99

Brands Company Social Media Video 99

NetBase

JULY 3, 2020

The 4th of July is typically cause for celebration, but current events make that challenging for brands. Should brands leave it alone or attempt to make a go of it? How many brands (and consumers) are making the most of The Fourth. How many brands (and consumers) are making the most of The Fourth.

Brands 95

Brands Marketing Travel Advertising 95

Experience Investigators by 360Connext

NOVEMBER 12, 2014

A gentleman who travels extensively and is a top-tier member of a hotel loyalty program was telling me he just wished they’d ask him a few questions. When conducting a recent touchpoint inventory workshop, the client was surprised when I pressed for what their brand promise really was. A great experience, but for whom?

Brands 259

Brands Hotels Consulting Loyalty Programs 259

NetBase

APRIL 17, 2019

Whether traveling by plane, train or cruise ship, there are purchase drivers specific to certain segments of consumers, and some that are common to all, by category! And for good reason – those travelers, in broad categories, are having lots of conversations about travel online, and expressing pretty intense emotion around it as well.

Travel 52

Travel Airlines B2C Groups 52

Optimove

AUGUST 15, 2023

If you’re a mobile-first brand, QR code marketing will go a long way to increasing engagement, cultivating loyalty, and driving growth … let’s explore. And they’re highly cost-effective: QR codes are relatively inexpensive to create and implement, making them an attractive option for mobile-first brands working with ever-tightening resources.

Brands 52

Brands Marketing Advertising Video 52

Strativity

JANUARY 6, 2023

In times of economic turmoil, brands tend to think of cost-saving measures such as limiting new products or cutting overheads as the ultimate solution to budgetary woes. In the travel space, for example, you can book a flight on American Airlines and earn points for Hyatt hotels. The same holds true for your brand.

Brands 52

Brands Apparel Airlines Hotels 52

ShepHyken

MARCH 4, 2024

Consumers Show Higher Brand Loyalty Than Global Average But Demand More In Return by Marigold (Adweek) Fast on the heels of its recently published global report, relationship marketing pioneer Marigold has filtered the results from that groundbreaking survey now with a dedicated focus on U.S. You’ll have to read the article to find out more.

Customer Service 60

Customer Service B2C B2B Travel 60

John Paul

MARCH 18, 2020

John Paul, leader in client relations and loyalty services, and Toyota Financial Services (TFS) have created “Start Connect”, a digital assistant that makes life easier for drivers. Toyota and Lexus customers can now enjoy the Start Connect app, available in the START Confort financing package. ABOUT DE JOHN PAUL.

Financial 52

Financial Connections Travel Insurance 52

GlowTouch

MARCH 1, 2021

Share this entry Share on Facebook Share on Twitter Share on Pinterest Share on LinkedIn Share by Mail Connected Cars: How Their Evolution Impacts Consumers & Businesses. Connected cars keep getting more advanced and less exclusive. First Things First, What Are Connected Cars? The Luxury of Entertainment & Convenience.

Connections 52

Connections Consumers Entertainment Travel 52

NetBase

SEPTEMBER 4, 2020

Brands need to create a lean, mean data capturing machine that can aggregate, analyze and inform enterprise-wide decision-making. Your brand requires a Martech Stack that provides flexibility and robust capabilities to track ROI and identify potential relationships that brands may otherwise miss out on. It’s not, of course.

Tools 98

Tools Brands Ecommerce Advertising 98

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. Many businesses in the travel industry have tried out loyalty schemes and reward programs with varied success.

Tourism 56

Tourism Travel Customer Service e-support 56

Hallmark Business Connections

OCTOBER 5, 2020

Isolation is pervasive in today’s climate, and brands have a moral imperative to talk about it, address it, and act with empathy as consumers try to find their way through this new world. This is no small achievement for brands that are used to placing the bottom line over all else because it means shifting the way we view success.

Brands 97

Brands Social Media Travel Engagement 97

Experience Investigators by 360Connext

APRIL 27, 2021

Consider what customer-centric brands are doing to earn customer loyalty. Travel your customer journey , and look for quick fixes. Maybe there is great brand marketing before the sale but lackluster customer communications following the purchase. Every piece of customer communication is a chance to connect.

Customer Journeys 291

Customer Journeys Customer Experience Culture Sports 291

ShepHyken

FEBRUARY 9, 2018

This week we feature an article by Kristin Erikson writes shares great customer service training tips and ideas that will help your company build brand advocacy. What is brand advocacy? Customers service training ideas for better brand advocacy. Customer expectations are higher than ever and word of mouth travels fast!

Customer Service Training 154

Customer Service Training Training Brands Customer Service 154

Customer Bliss

MAY 31, 2019

“Start by being humble and you will inspire your team to be humble,” says Denis Drossart , global vice president of Culture & Experience at Selina , about leadership behaviors enforced within this lifestyle, travel and hospitality brand. Create Brand Identity and Values. Define Your Purpose and Value.

Hospitality 196

Hospitality Customer Experience Leadership Culture 196

Think Customers

APRIL 6, 2020

And in many cases, they are looking to connect with other people to share their experiences, emotions, and find someone who will listen. Contact centers and customer service organizations play a critical role in enabling those human connections. They are on the front line of a brand’s relationship with customers and the public.

Contact Center 52

Contact Center Connections Insurance Telecommunications 52

NetBase

JANUARY 16, 2020

And it could be a boon for brands moving fast enough to partner with them! A huge part of this involves them becoming financially independent as well, though likely with a degree of patronage and other royal perks: But if they truly seek financial independence, they have lots of options – and brands should be lining up to partner with them.

Brands 73

Brands Fashion Travel Sports 73

C Space

MAY 6, 2020

The Brand Move Roundup – May 6, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Airbnb bookings have risen in a number of European countries.

Brands 52

Brands Travel Government Consulting 52

ijgolding

SEPTEMBER 24, 2015

For the last six years, Nunwood (now a part of the KPMG family) have been assessing how customer centric well known brands are across three continents. A brand is no longer a marketing confection, sustained by persuasive advertising. Rather, a brand is what a brand does. It is what customers experience. Powerful stuff.

Analysis 120

Analysis Omni-Channel Customer Experience Brands 120

PK

MARCH 25, 2020

While the current crisis has forced many of us into isolation, it’s also created opportunities to connect in new and innovative ways. Because of this durability, we are able to make quick decisions that protect everyone’s health while staying well-connected. Increase the automation of job functions to support workers.

Connections 52

Connections Retail Healthcare Travel 52

NetBase

APRIL 23, 2020

Brands must be vigilant around being honest and spreading facts, not fear as they pivot to adopt a more understanding, relatable tone with their consumers. Generating positive brand mentions with credible sharing is key. Brand Mentions Must Happen. With lots of misinformation out there, it can be very easy to spread “fake news.”

Brands 67

Brands Advertising Social Media Consumers 67

BlueOcean

DECEMBER 13, 2022

In fact, 56% of customers are more likely to buy from a brand if they belong to their loyalty program. Furthermore, a McKinsey report revealed that brands with top-performing loyalty programs earn a 15 to 25 percent bump in revenue thanks to their loyal customers, who are either buying more or buying more often (or both).

Loyalty Programs 177

Loyalty Programs Loyalty Social Media Rewards Programs 177

Customer Bliss

AUGUST 3, 2017

Forrester recently released their US 2017 Customer Experience Index , which goes through data from 120,000 online consumers to rank 300 brands across 21 industries. Forrester is a very-vetted research brand, but it’s important to understand the ecosystem here. Twice as many brand scores fell as rose, and losses outpaced gains.

Customer Experience 236

Customer Experience Travel Touchpoint Connections 236

C Space

MAY 28, 2020

The Brand Move Roundup – May 27, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. The survey’s most surprising finding deals with young consumers and luxury.

Brands 52

Brands Fashion Apparel e-support 52

Eptica

JUNE 8, 2016

The state of UK travel customer experience. Author: James Gladwish The internet has transformed the way we buy our holidays and flights, with the majority of people now booking all or part of their travel online. The one glimmer of hope came from the performance of travel companies on the web. Published on: June 08, 2016.

Travel 48

Travel Airlines Customer Experience Social Media 48

Think Customers

JULY 6, 2020

When customers reach out to a brand with sales or customer service questions, they increasingly do it from their mobile devices. TTEC’s research team mystery shopped 27 companies from five different industries over a four-month period: E-commerce/retail Financial services Telecom Travel Utilities. Mobile CX trends: What we observed.

Brands 52

Brands e-support Travel Retail 52

C Space

SEPTEMBER 24, 2020

The Brand Move Roundup – September 24, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19.

Brands 40

Brands Travel Airlines Policies 40

Maru Group

JUNE 5, 2023

It is a crucial touchpoint on the journey providing an opportunity to drive loyalty through the brand experience. We utilized the Maru experience and insights platform to instantly access recent air travelers who have used the airport or airline lounges during their journey. The role of staff is a vital brand touchpoint.

Airlines 52

Airlines Travel Touchpoint Case Study 52

C Space

JUNE 4, 2020

The Brand Move Roundup – June 4, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Fourteen weeks ago, when the gravity of the situation became clear, we started daily reporting on how brands were dealing with the COVID-19 crisis.

Brands 52

Brands Tourism Travel Consumers 52

Inbenta

JANUARY 30, 2020

Today’s travelers no longer go to their local travel agent in order to book their trips, they are more and more connected and digitally savvy, doing all their research online. “64% of travelers and 80% of business users expect travel companies to respond to them in real time.” ” (Salesforce).

Tourism 121

Tourism Chatbots Self Service Industry 121

NetBase

APRIL 7, 2020

But with recent events, and the threat of the coronavirus shutting down many jobs, it has people pinching every penny, which is challenging retailers and brands to get creative. Meaning, now more than ever, brands are utilizing market research and offering old-time solutions for modern-day social distancing. Tyson Foods Inc.,

Brands 64

Brands Entertainment Consumers Fashion 64

C Space

MAY 4, 2020

The Brand Move Roundup – May 4, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. Keep checking back here for the latest updates on how brands are dealing with coronavirus. Weeks after Facebook invested $5.7

Brands 52

Brands Airlines Advertising e-support 52

Customer Bliss

AUGUST 29, 2019

During our research, we found that one-third of respondents will actually walk away from a brand after having a disappointing interaction. Here are 3 major findings that I want you to share with you from this comprehensive research: 8/10 Gen Z’ers Are Willing to Give Brands Another Chance. We know you don’t want that to happen.

Customer Journeys 227

Customer Journeys Customer Experience Case Study Consumers 227

C Space

SEPTEMBER 21, 2020

The Brand Move Roundup – September 18, 2020. We’re tracking the notable brand moves & highlighting the companies who are tackling this challenge successfully. In early March we began reporting daily on how brands were dealing with Covid-19. from brands and teams. We created a monster.”

Brands 40

Brands Sports Fashion Video 40